Customer Care Manager Revenue

Faryal Ikram

Manager Revenue & collection in PTCL(BPS-18)

Phone: 033********

Email: *************@*****.***

Working experience:

Manager Revenue & Collection

June-2023 till date

An enthusiastic and disciplined professional with 3+ years proactive experience in administration, management reporting, Revenue & Collections, revenue reporting internal controls, and team management in a well-reputed and well-established multinational environment.

Well-versed with CRM, RMS, CBS, (BnCC - Billing & Customer Care System).

Demonstrated ability to work independently, to produce exceptional performance within a team environment, creatively resolve problems, capitalize on opportunities and securing and maintaining key relationships.

Strong team management skills-capacity building, motivating personnel, conducting performance appraisals and drive results.

Key achievements:

Reduced MTTR (mean time to resolve) by 80% resulted improve customer experience

Reduced high ageing faults by 50%

Key Job Areas:

Billing of all Revenue Streams related to KTR Domain

Meeting the Collection targets as per defined KPIs.

Bill correction and adjustment and customers related issues.

Implementation of CMP and restoration of PSTNs after payment

100 % Delivery of Telephone Bills

Resolving customers billing complaints (MTTR less than 18 hours)

Evaluate Performance of all reporting employees

Reporting for arrear ageing of Receivables.

Collection and Adjustment entries in SAP (FICO) in respect of transactions originated from (BnCC - Billing & Customer Care System) Collection and other sources.

Implement and execution of Credit monitory policy and incorporate exception received from region.

quantitative and qualitative trend analysis of revenue streams

Region wise and Exchange wise analysis of Domestic Revenue Streams.

Bill register Cleansing

Daily monitoring and analysis of customers in TOS and restoration targets.

Quantitative and qualitative trend analysis of revenue streams (PSTN, DSL & IPTV)

Comprehensive analysis of Zero usage customers to reduce the unearned revenues and bad debts.

Qualitative churn analysis of customer based on new sales & core base.

Monitoring of arrears and customer payment behavior (Partial paid customers)

Analytical analysis of revenue, billing & collection to support management in effective decision making.

Critically review and analyses adjustments processed by regional revenue teams, contact centers, joint shops.

Provide support in daily/monthly in-house collection monitoring and deposit.

Implementation and execution of Credit Monitoring Policy (CMP) and approve exception.

Analyze & prepare needed periodical management reports and presentation.

Exchange wise comprehensive analysis of customers based on defaulter, Billing, collection & Churn.

Paperless billing analysis and customer payment behavior.

Analysis and reporting for ageing of Receivables

Use advanced analytical tools like Teradata SQL assistance, Oracle for deep dive revenue and collection and Churn analysis.

Additional support and liaison with the regions to achieve their targets as defined in KPIs and monitor the progress of regions.

Assistant Manager Credit Management

April-2021 to May-2023

Timely delivery of invoices and notices to customers for payment.

Monitor Invoice submission tracker and ensure receivables data is available on the system

Provide statement of accounts to customers and Reconciliation with customer records

Visit / Contact with customers and follow-up with collection team

Immediately flag up any identified potential payment issues with suggestions for resolution

Debt collection as per company’s policy.

Review, monitor, and maintain customers’ receivable/overdue database.

Follow-up and meetings with Corporate Customers for the clearance of PTCL dues and resolve their genuine issues.

Follow-up and coordinate with Banks and OSS (One Stop Shop) for customer payments received.

Monitoring of receivable addition, adjustments from OSS / Banks in defaulter ledger as well as in ERP System (BnCC - Billing & Customer Care System).

Approve the installments and adjustments against closed numbers and update the system.

Approve and lead the suspension & cancellation process of customer accounts.

Sales Ledger Maintenance and preparation of bad debt write off form

Root-cause analysis for non-submitted invoices & reporting of daily activities

Preparation of Aging Schedule and Monthly collectors’ performance analysis

Prepare and monitor periodic reports, Internal Controls, billing management and maintain cash management.

Preparation of annual budget of the Department. Keep track and monitor it on a monthly basis.

Co-ordinate with CMCs (Credit Management Cell) of South Zone and reporting to H/Qs.

Liaison with the External and Internal auditors Implement and monitor authority matrix.

To perform any task as and when required or directed by the Senior Management.

Compulsory Annual Training of Institute of Management Accountant

1.Why Data is core to future finance Architecture 2023

2.Block chain 101 (2022)

3.Leadership Academy - Navigating Workplace Conflict (2021)

4.Student Leadership Conference (2020)

5.Leadership Academy-Facilitation Skills (2019)

Certification from PTCL

1.Building-Positive-Attitude

2.Managing-Stressful—Work life

3.Organizational-Leadership

4.Personality-Grooming

5.PTCL-Code-of-Conduct

6.PTCL-Group-Anti-Bribery-&-Anti-Corruption-Policy

7.PTCL-Group-Third Party-Due-Diligence-&-Engagement-Policy

8.SAP-Project-System

9.Situational-Team-Leadership

10.Strategies-for-Leading-a-Change

11.Strengths-You-Need-To-Master

12.The-Art-of-Leadership

13.Understanding-GPON

14.Understanding-Subordinates-behavior-as-a-Leader

15.Understanding-Wi-Fi-Performance-&-its-Deployment

16.Work-Place-Ethics-Urdu

17.BC&CM-Awareness

18.HSE-Orientation-Module

19.Six-Sigma-Green-Belt

20.Speaking-Fluently

Corporate Business Convention Seminar 2016

Department of Commerce University of Karachi

Research Publication

“Bitcoin” Risk & Return related to this Virtual Currency in Pakistan (A Qualitative Analysis)

Publish https://iiste.org/Journals/index.php/RJFA/article/view/47413

Impact of CSR Dimensions On Customers Satisfaction and Brand Loyalty in Telecom Companies in Pakistan Publish:https://www.researchgate.net/journal/22503153_International_Journal_of_Scientific_and_Research_Publications_IJSRP

Measuring the relationship among Digital Marketing Expenditure and Profit of women luxury clothing Brands in Pakistan

Publish in: https://iiste.org/Journals/index.php/JMCR/article/view/47225

Education:

1.M-Phil in Commerce with major in finance, University of Karachi,2022. (Thesis on Movement between Real Estate Market and Stock Market)

2.Master’s degree in commerce with major in finance University of Karachi, 2016.

3.Bachlor’s degree in commerce University of Baluchistan, 1995.

4.High Secondary School Certificate in Science Federal Board of intermediate and Secondary Education Islamabad 1993.

5.Secondary School Certificate from Baluchistan Board of intermediate and Secondary Education Quetta 1991.

Certifications:

1.Certified Management Accountant from IMA USA,2021. IMA member # 000*********

Skill:

Strong knowledge of Management Science Curriculum

Expert in management reporting

Knowledge of accounting cycle

Analytical & Problem solving

English written & verbal communication

Exceptional leadership qualities

Personal Details:

Name: Faryal Ikram

Father Name: Ikram Bari

Postal Address: B-8 Wireless compound opposite JPMC Hospital Karachi

NIC No: 54400-5155678-6

Date of Birth: 29/07/1976

Family Detail:

Husband Name: Muhammad Saeed (Late)

Dr. Zunaira Saeed: Daughter (26-Year-Old)

Abdul Basit: Son (25-Year-Old)

Tehreem Saeed: Daughter (21-Year-Old)

Marium Saeed: Daughter (16-Year-Old)

Reference:

1: Iftikhar Baig Chughtai Manager Credit Management.

2: Dr Khalid Mustafa (Retired) Professor Economics Department University of Karachi.

Contact this candidate